Before the Internet, business to business (B2B) customer journeys were simpler, linear, and customers had less control. Sellers controlled the flow of information and were often the ones to initiate contact.
Salespeople and marketing teams pulled potential customers into the sales funnel, except for word-of-mouth referrals and those who went seeking solutions to their problems. The digital age changed all of that.
We live in a hyper-connected society. Almost everyone we know has a cell phone, tablet, or computer — maybe all and more. These devices are designed to make our day-to-day activities more efficient and enjoyable. While healthcare is rarely an enjoyable experience, there are always means that can be used to make it more comfortable. One of those solutions comes with improved technology that allows patients and providers to communicate and share data with speed and ease. The most common way improved communication occurs between both parties is through personal electronic devices, like smartphones. Although this sounds like a great idea, it has not exactly taken off. This is mainly because HIPAA still applies.
A customer apology email is a direct message that acknowledges a specific service failure, takes clear responsibility without making excuses, and explains what your team has done or is doing to make it right. In customer service, knowing how to write one (and how to train your team to deliver the same message sincerely over the phone) is one of the most practical skills you can build. A well-written apology can rebuild trust after a mistake. A poorly written one, such as one that is vague, defensive, or full of "we're sorry for any inconvenience", can end the customer relationship entirely.
Drug rehab centers are big business, with over 1,500 facilities around the U.S. and 3.7 million people receiving treatment for drug and alcohol addiction. Many are filled to capacity, and many more are needed to meet the growing demand for rehab treatment.
Some of the most famous include the Hazelden Betty Ford Foundation, with 16 treatment centers nationwide. Drug and alcohol addiction can affect anyone; as much as society might not want to acknowledge it, this is a widespread nationwide epidemic.
What's causing the recent influx of service tickets at your organization? Why are customers complaining about long wait times for a reply? Why are your customer service staff resigning regularly? Sometimes, persistent issues can be related to a product or service you offer. If you find yourself asking questions like this or fielding inquiries about faulty products with regularity, it might be time to conduct a root cause analysis. We'll dive deeper into what this process entails below, but it is important to determine problems beyond what they appear to be on the surface.
Virtual Private Networks (VPNs) have been popular amongst numerous organizations and sectors. Now, with remote and hybrid work so widespread, companies need to be even more conscious of the way they allow employees and contractors to access files and internal systems. You may ask "Do VPN's really work?" Continue reading to find out.
Whenever we think of a call center, what comes to our mind can be the image of a warehouse-sized room packed with desks and air conditioners where you can hear phones ringing continuously and agents working tirelessly answering queries. However, such visuals are rare these days.
ITIL roles and responsibilities define the accountability structure that makes IT Service Management work in practice. In ITIL 4, every role maps to a specific practice, such as Incident Management, Change Enablement, Problem Management, and more, making sure that someone owns each outcome, manages each process, and executes each task.
We know Agile project management to be a continual approach to planning and performing tasks related to a project. It breaks project tasks into smaller chunks, usually referred to as sprints and iterations. Sprints sound quick, but they can take up to a few weeks - depending on what needs to be done. This approach to project management has many benefits including more freedom, efficient resource use, better collaboration, and so much more.
Sometimes, information not intended to be public knowledge is inadvertently shared with others. Just as easily as it can happen in a casual conversation with a friend, it can also happen in the workplace. So, what is an incidental disclosure?
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